Description
POSITION SUMMARY
This position will report to the Collections and Contact Center Team Lead and will focus on Collections and Conversion Contact Center goals. Working in a phone intensive environment, the Collection Specialist will make/take outbound/inbound calls from delinquent borrowers to understand the issue causing the delinquency in the attempt to bring accounts current and keep them current in the future.
ESSENTIAL JOB FUNCTIONS
Initiate and maintain contact with delinquent borrowers via telephone, online banking, and teller alerts to obtain reason for delinquency and commitment for payment. Document all interactions while attempting to collect the debt including calls and other collection efforts via collections system. Contact appropriate internal or external party for research. Monitor delinquent activity reporting to maintain monthly delinquency goal. Assist management in the monitoring of collections statistics to maintain service level goals. Work with management team for continual improvement of workflow and delinquency statistics. Other duties as assigned. JOB QUALIFICATIONS
Prior consumer debt collection experience preferred Working knowledge of CU*Answers systems Excellent written, verbal and interpersonal communication skills Excellent negotiation, problem solving and analytical skills Understanding of regulations regarding debt collections, compliance and financial privacy including Fair Debt Collection Act and GLB a plus Impeccable attendance history Proficient in standard office software applications (MS Office) Ability to meet departmental standards with regard to quality, efficiency, initiative, teamwork and overall performance High school graduate or GED required CU*Answers is an Equal Employment Opportunity employer that supports the unique perspectives and experiences from all employees and supports a collaborative community spirit. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any status or condition protected by applicable federal, state or local laws.